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IBM Maximo has integrated ViiBE as a screen-sharing tool for all users. IBM Maximo Computerized Maintenance Management System (CMMS) is known for its added value in optimizing expert satisfaction. In this way, the company can ensure that each potential or existing expert receives the best possible service from the sales or support team.
A good way to provide effective services is to share employee screens so that you can directly control your clients’ operations in real-time. This changes the way your sales or support team operates, giving them a new way to interact with collaborators, thus saving time in the problem definition and recommendation implementation phase. Also, screen sharing is a fun and safe tool that can be used in parallel with other available features.
The sales process may vary by department, product, or expert. However, a salesperson must always understand the needs of his collaborators to find relevant solutions. Understanding the requirements can take different forms. Sometimes the expert can clearly describe what they are looking for, but many times, the sales rep’s job is to highlight the need by showing alternative and innovative solutions. Oftentimes, experts don’t even know that this option exists, and a good definition of demand is an important factor in driving sales. The ViiBE screen sharing tool built into IBM Maximo is a real game-changer in defining expert needs.
By sharing their screen in real-time, the expert shows their use of the product. Then, the seller can notice the obvious weak points that can be solved with the proposed product or service. Today, you can let the product do the talking and let the expert show their use history in real-time, instead of introducing the situation to the expert with a well-prepared speech. This brings a better telephone sales ratio for sales members.
The expert success process can also take different forms. In contrast to the sales team, the support team needs to provide support for many collaborators, from company colleagues to experts. In addition, the support team pays more attention to defining the problem than defining the requirements. However, the built-in screen sharing feature in IBM Maximo provides the support team with the same results as the sales team. By allowing support team members to access the expert screen, questions become faster and more effective. A picture is worth a thousand words.
This will allow the expert to successfully represent the issue more quickly and save valuable time for the partner. So the support team can find solutions for more and more problems every day, which means that the expert’s waiting time before receiving help is much shorter than usual. Also, the first call resolution rate should increase because the support team can define the problem more effectively, which can produce solution suggestions almost immediately. This subsequently leads to better levels of expert satisfaction, which can be measured using KPIs, such as the Net Promoter Score (NPS) or expert Satisfaction Score (CSAT).
Overall, it is now clear that IBM Maximo‘s built-in ViiBE screen sharing tool is a real asset to the sales and support team. This is a very simple way to help your collaborators. expert use is completely safe and does not require users to download any software. Sharing your screen with someone directly from IBM Maximo’s built-in video assistance solution provides an effective way for agents to define needs or issues while providing real-time explanations.
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